50 years of Lifeline in Japan

Inochi no Denwa, or Lifeline, was established in Tokyo on October 1, 1971 and in 2021 celebrated 50 years of being in operation. As of 2020, the organization had around 6,000 volunteers that work at 50 call centers across Japan. As demand for the call centers increased during the pandemic, volunteers are now finding it hard to meet the needs of their callers. Mr. Suematsu (Chairman) and Mr. Kōriyama (Chief Executive) shared the development so far, the current situation, and their visions for the future.

“In the beginning the staff was full of uncertainty, but once we started the phones didn’t stop ringing,” recalls Suematsu.

Ruth Hetcamp, a missionary from Germany, was one of the key founders of Inochi no Denwa. In postwar Tokyo, she worked for another operation, The Gate of Hope, Tokyo (Tokyo Nozomi no Mon), which aimed at helping young women in crisis.

Inochi no Denwa was modeled after other helplines that were already in operation overseas, such as the Samaritans in the UK and Lifeline in Australia.

Since their establishment, the group have worked with specialists in the medical field, such as volunteering doctors who provide medical consultation over the phone, or (until 2003) psychiatrists. Until 2011, they offered consultation via fax machine for those with hearing or speech disorders. In 2006, an online counseling service was started.

Mr. Sueyama said, “It’s important that you are sincere in trying to get to know the other person. Relating to them as a Good Samaritan is what matters.”

Consultants receive training for a year and a half before taking a call. They make sure not to hinder the consultation, or to act either overly superior or servile. Re-evaluation and re-training are also important and the staff is required to take part in a monthly group training course.

The COVID-19 pandemic has significantly affected the operation. “In the first half of 2020, more than half of the calls were related to coronavirus. Eventually, although still stemming from the pandemic, the calls became more specific, and involved unemployment, domestic violence, and disabled people who were unable to receive local support,” says Kōriyama.

Nowadays there are fewer calls from young people, as groups dedicated to offering help to them are increasingly common. On the other hand, calls regarding caring for the elderly or post-retirement years are on the rise.

From Christian Shimbun, October 17, 2021
Translated by Grace Koshino